This module sets the stage for the rest of the course by examining the basic building blocks of communicating on an emotional level. We start with a social intelligence assessment and explore why relating on this level is so important. This understanding overflows into how analysts approach customers – and how customers relate to the analysts. We put ourselves in the customer’s shoes and learn some basic, common sense guidelines about service.
By investing in solid emotional intelligence training, you will be giving your analysts advanced level training on basic human needs and emotions. Armed with this information, your support center will maximize customer interaction and create a personal connection that increases customer satisfaction and retention.
We have all come to believe that intelligence, or IQ, is an important factor in our success. Amazingly, recent research suggests just the opposite – that intelligence, as measured by one’s IQ, has little to do with success in business. Rather, it is the Emotional Intelligence, or EQ, that accounts for up to 85% of a businessperson’s career success. Think about some of the most successful people you know – they may not have an Ivy League degree, but most likely, they are adept at understanding their own emotions and reading the moods of other people around them. The good news is that, unlike IQ, you can improve your EQ with conscious effort!
The value of increasing your EQ within your customer support center is tremendous. The Connecting with Customers class addresses several major issues that plague customer support. These include poor customer satisfaction, low employee moral and stress in the support center. Connecting with Customers provides participants with skills to create lasting customer relationships, increase customer loyalty, and improve a company’s profitability.
“I have received a lot of great feedback on the course. It was one of the best the group has been through in some time.”Lesi Jonap, Manager Technology Service Desk, Progress Energy
Providing customer service with emotional intelligence is the difference between ho-hum, routine service and superlative service. Customers who experience an emotionally intelligent interaction with a service provider are not only satisfied but are intensely loyal. This is because emotional intelligence skills create a connection or bond between the company and the customer.
“Kristin brought out the best in our group. The activities, exercises and interaction kept the class fun and informative. Getting to learn in a casual atmosphere with your peers is the best! Thank you, Kristin, for adding to our EQ!”Lisa Marcum, Quality Assurance, Progress Energy
This 8-hour workshop will not only introduce concepts of emotional intelligence, but will also provide participants with practical steps to improve their emotional management skills. In addition, participants will receive exercises to complete individually, with a partner or with a team over a period of 30-45 days. For this reason, many organizations wish to split the training into two 4-hour sessions where the second session is scheduled about a month after the first.
The training sessions are interactive, fun and engaging. KR Consulting licenses excerpts from Hollywood movies to demonstrate the effects of positive and negative emotional intelligence skills. Viewing movie clips allows participants to analyze concepts presented, discuss the actor’s responses to emotional triggers, and internalize the lessons learned. This is a powerful learning device in the classroom.
This seminar includes a self-assessment of each participant’s EQ rating. KR Consulting uses TalentSmart’s The Emotional Intelligence Appraisal, which is composed of twenty-eight questions presented in an online format. The online appraisal includes e-learning modules, the ability to enter action plans and track progress toward goals. Each participant will receive an emailed link to the assessment two weeks prior to the seminar. All participants must complete the appraisal and bring a printed copy of their summary reports to the seminar.
The training includes the following modules:
Morning Session: Introduction to Emotional Intelligence
Unit One: Emotional Intelligence Concepts
Our current understanding of brain physiology provides fascinating insights into our emotional make-up. It explains why we react quickly to emotional stimulus and how our physical reactions are closely tied to our emotions. In this introduction, we discover why emotional intelligence is so important to our success as service providers. We also discuss and experience the workings of our brains through discussion and exercises.
Unit Two: First, Know Thyself
Howard Gardner of Harvard University first posited the concept of multiple intelligences. Each human being has different strengths and weaknesses, making each person unique. In order to understand how our emotions work, we need to first understand ourselves. In this module, we review the results of the EQ assessment that participants have completed prior to the seminar.
“I truly can say that I have learned several things on how to understand my emotional intelligence. Sometimes we have these emotions but are not aware of the impact we demonstrate when having an emotional hijack. So, thanks for your time and the positive feedback!”Course participant, from the anonymous evaluation form
Unit Three: Awareness of our own emotions
Only 36% of the North American population is able to identify emotions as they happen, and on average, we experience 37 emotions per waking hour! If we are not aware of our own emotions, there is little hope that we can recognize them in our customers and co-workers. In this module, we explore the world of emotions and how they cause physical changes in our bodies. Conversely, we discover how changes in our bodies can help us identify our moods and feelings.
“I love all the exercises!”Course participant, from the anonymous evaluation form
Unit Four: Self- Management
Once identified, our emotions need to be managed – they cannot rule us if we want to be emotionally intelligent. In this unit, we examine several aspects of self-management, including:
· Restraint and resilience
· The power of a positive attitude
· Tolerating negative emotions and how to handle them
· Stress
· Delayed gratification
Most self-management techniques are a variation of the “count to ten before speaking” theme. We explore together the best ways to deal immediately with a stressor or emotional trigger, and discover the best ways to deal with the second wave of reaction that sets in over time.
Participants will leave the introductory session with an accountability partner and suggested exercises to complete before the next training session.
“I think all employees should go through this!"Course participant, from the anonymous evaluation form
Afternoon Session: Applying your Skills
Unit Five: Social Awareness
Only after some success in identifying and managing our own emotions are we able to move into the area of awareness of other people’s emotions. Service professionals must become adept in assessing their customer’s and team worker’s emotional states to provide excellent service. We re-examine the world of emotions and role-play how customers might express these emotions while paying attention to the customer’s verbal and non-verbal clues. In this unit, we understand why communication skills such as reflective listening, acknowledgement of the customer, empathy and apologies are so important to connecting with customers and practice using these skills in the classroom environment.
“Movie clips were great demonstrations!" Course participant, from the anonymous evaluation form
Unit Six: Relationship Success
Connecting with customers is all about how you treat them and create a bond with them. In this last step to emotional intelligence, we deal with specific skills that cement our connection, such as negotiating, dealing with specific emotions that a customer may display, dealing with conflict with both our customer and our co-workers, and how best to educate customers when needed. We end with exercises meant to increase our influence and persuasion skills within our organizations.
Kristin Robertson has written extensively on Emotional Intelligence and the Support Center. You might enjoy reading some of the following articles:
Emotional Intelligence and the Support Center: An Introduction
Dealing with Stress with Emotional Intelligence, Part One
Dealing with Stress with Emotional Intelligence, Part Two
Managing the Support Center with Emotional Intelligence
Emotionally Intelligent Customer Service Skills: Managing Yourself
Customer Service from the Heart: The Importance of Empathy
Customer Service Skills: A Non-Response is NOT a Good Response
Patience is a Leadership Virtue
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